Chapter 7: Managing Stress and Emotions

Cognitive Dissonance

Mismatch between emotions and behaviours

Outcomes of Stress: Physiological

Nervousness, headaches, irritability, fatigue

affective events theory

a theory that describes how workplace events can generate emotional reactions that impact work behaviours

Challenge stressed mindsets

elevate - will this matter one year from now? trust a positive outcome. Find the opportunity in the problem, focus on the positive.

Deep Acting

emotional labor that consists of managing one's feelings, including emotions required by the job

Surface Acting

emotional labor that consists of managing or faking one's expressions or emotions. Highest cognitive dissonance making it the worse

Emotions and ethics

emotions play a large part in solving an ethical dilemma. National culture and practices can have an effect on stress.

Emotions

intense feelings resulting from some event. You know why you feel this way

emotional intelligence

the ability to perceive, understand, manage, and use emotions

What includes in flow

• Challenge: the task is reachable but requires a stretch • Meaningfulness: the task is worthwhile or important • Competence: the task uses skills that you have • Choice: you have some say in the task and how it's carried out

Women vs men response to stress

Heightened response to stress due to higher levels of estrogen but can process stress better due to stronger social networks. Can become more stressed

Emotional Contagion

Idea that emotions can be contagious. E.g. you serve an angry customer and you feel angry serving them.

Outcomes of Stress: Psychological

depression and anxiety

Type B response to stress

- Calmer, think through situations - less compeititive

Work outcomes from Stress

- Negative attitudes - turnover - decrease in job performance - lower commitment

Organizational approaches to manage stress

- clear expectations to help against role ambiguity - give autonomy - fair work environment - flexible work arrangements - Employee assistance program e.g online resources for counselling

Type A response to stress

- high levels of speed/development - react with more emotion - hard competitiveness

Eustress

A positive stress that energizes a person and helps a person reach a goal

Hans Selye - Three phases of Stress

Alarm phase - initial jolt Resistance - body draws on fat and sugars Exhaustion Phase - fats, and sugars depleted and damage occurs

Genuine Acting

Behavior requiring an individual to display emotions aligned with their own. Ideal.

Workplace stressors

Role Demands - role ambiguity, conflict, and overload -information overload (email, voicemail, memos) - work-family conflict - life changes - downsizing

Stress

The force that gets us out of the bed in the morning, motivates us to the gym and inspires us to work. The body' reaction to a change that requires a physical, mental or emotional adjustment or response.

Emotional Labour

The regulation of feelings and expressions for organizational purposes.

Mood

less intense as emotion lacks contextual stimulus. You don't know why you feel this way

Distress

negative stress

Flow

state of consciousness in which a person is totally absorbed in an activity. We've all experienced flow: It's the state of mind in which you feel strong, alert, and in effortless control.